Power of Persistence (the Sero Journey)

December 4, 2007

Follow me on my Sero journey 

So let me set this up a little bit…

In my 6 years of owning a cell phone i’ve been with:

-Sprint for 2 years

-At&t/Cingular 2 years

-and then back to Sprint for 2 years

On December 2nd my contract with Sprint ended… that’s right, I, was a free agent and as you all know, this means big decision time.  I’m big into tech so after visiting many, many forums and blogs i learned about SERO (Sprints employee referal offer)  honestly the best deal on the market.

 sero_image1b.gif
includes unlimited data (vision or power vision depending on your phone), unlimited texting, early nights and weekends (starting at 7) sprint to sprint, unlimited roaming and a bunch more.

My situation aka current plan:

Family plan with two lines:

1500 shared min, unlimited data, unlimited text, navigation comes out to about $130 a month

My mission:

To get this switched to the SERO plan WITHOUT having to cancel the lines aka keep the same numbers.

So here’s the play by play of how it went down YMMV:

HOW it went down:

9:00 –

Called in using my cellphone and *2. Told the automated system CANCEL! Sent me to a rep… Talked to the rep and asked if she was familar with the SERO plan. She placed me on hold (mostlikely to ask someone about it OR look it up online) came back and said that the only way that i would be able to sign up would be online. She asked me to hold while she notated my account

No shock, as this is what the forums said would happen.

9:05 –

Called back again using *2. Talked to another rep. She stated that whatever the first rep told me is what i had to do.

Discouraging… i thought that it wasn’t going to happen, however i knew if i got the right rep, i might be able to switch from normal out of contract Sprint to SERO.

While i was talking to the second rep i checked the forum and came accross a 877 retention number… thought i would give it a try.

9:10 –

Called the 877 retention number, it rang twice and a rep picked up the line. I told her I wanted to cancel unless i could get switched to the SERO plan. I asked her if she was knowledgable about the SERO plan… she was, a glimmer of hope….

Then she stated that i was not on her system so she would have to transfer me to another department… another discouraging blow…

transfer … on hold … decent music… but still on hold

9:22 –

A rep picked up.

I explained that I wanted to cancel in order to leave to Helio because of their great rate plans..

She states that she is sorry that i am unhappy and ask if there is anything that she can do to keep me as a Sprint customer… a glimmer of hope

I explain that i went into a sprint store the day before and that a rep had told me about the SERO plan, i asked her if there was any way that i could switch over to the SERO plan (since i’m out of contract) and keep my numbers.

9:27 – 

Placed on hold

9:37 –

She states that she would be able to make the switch for me… a large glimmer of hope!

She informs me of the plan and all that it intails (cannot have a family plan so the lines would be split, which is what i wanted anyway)

9:41 –

Placed on hold again

9:45 –

Went over the details of the internet package include (i already knew)

Silence while she worked on the account.

9:54 –

She informed me in-order to avoid proration the SERO plan would take effect on Jan 1st (my next billing cycle)

9:55 –

Informed of $200 ETF … new contract, big discount on new phone 🙂

10:01-

Waiting for account to update

10:04 –

Silence

10:05 –

Rep says, “We usually have customers do this online because it takes a lot longer, and harder for us to do it on our end

10:07 –

We are set on the first line… YES!!!!

10:12 –

We went over the details for the second line ($50 1250 min)

12:15 –

Silence

10:18 –

Rep: Sorry it’s taking so long, this is a little tricky

me: no worries, take your time 🙂

10:20 –

Rep: All set! Went over details

10:22 –

Went over phone choices

10:25 –

Silence

10:30 –

Shipping Address verification

10:33 –

Rep: It should take 3-5 business days for it to arrive because of the holidays.

10:35 –

Rep: In order to put one of the lines into someone else’s name both of the parties would have to go into the store and have them split it. or you can both call in together at the same time.

10:36 –

I ask to speak to her supervisor to let him/her know what a wonderful job she has done for me (this is always a good thing to do… it lets the Supervisors hear straight from the customers that the rep is doing a great job and ensures that they will keep doing so)

10:38 –

Success!!! and she didn’t even ask me for an Employee name!!! Was able to switch Sprint out-of-contract to SERO without cancelling or porting or anything like that!!

10:39 –

I do my celebration dance

11:09 –

On my way to work i get a call from 888 number… pick it up

Rep: Sorry to bother you again, I just needed the name of the rep you spoke with….

Me: Let me find it i know i wrote it down around here somewhere (luckily I had an email/name that i googled and tested out via the www.sprint.com/sero website to make sure that it still worked 😉

So what did I get in the end?

Same phone numbers i’ve had for over 6 years.. no headache of trying to port a number out and back in.

$30 Sero plan with a Sprint Touch by HTC ($249.99 after – $99 MIR) touch.gif

$50 Sero plan with a Centro ($99 after – $100 MIR)centro.gif

In the end it took about an hour and a half… and had to  call back and get transfered a few times… but i got what i was looking for.  

Stay tuned… i’ll let you know how it goes.

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